KUCHING: Sarawak Energy has contacted customers involved in 24 electricity billing cases highlighted through recent social media posts, with each case being reviewed based on its individual circumstances.
Yusri Safri, the chief executive officer of Syarikat SESCO Berhad (SESCO), Sarawak Energy’s operations and retail arm, said the company remains committed to assisting customers seeking clarification or help with their electricity bills.
“We are listening to our customers and want to help. While complaints regarding unusually high bills represent a small percentage of SESCO’s approximately 830,000 account holders, we understand that each case can have a significant impact on the affected customer and family.
“That is why every concern is important to us and will be given the attention and assistance it deserves,” he said in a statement, today (Sept 11).
Yusri said higher electricity bills could result from factors including changes in electricity consumption, accumulated arrears, adjustments following estimated billing or other circumstances specific to an individual account.
“Every customer case is considered based on its individual circumstances. We have always reviewed complaints and appeals fairly, and where appropriate, adjustments or waivers have been made following review,” he said.
He also reiterated that replacing an existing meter with a smart meter does not, in itself, increase electricity consumption or change the applicable tariff.
Sarawak Energy has also received positive feedback from smart meter customers, particularly on their ability to monitor daily electricity consumption and better manage usage, he added.
To date, 270,748 smart meters have been installed across Sarawak.
The special billing counters, set up following Sarawak Energy’s Sept 6 statement outlining available support avenues, will operate from 9am to 4pm, Monday to Friday, until the end of September.
They are available at Wisma SESCO in Kuching, the Sibu Regional Office at Jalan Deshon, Bandar Baru Permyjaya in Miri and Bintulu Town Square.
Customers may also seek assistance through the Customer Care Centre at 1300-88-3111, customercare@sarawakenergy.com, the SEB Cares mobile app or any Sarawak Energy customer service counter.
